Guest post by our friends Tom Bosch & Cathy Won at BDNA. We met Tom & Cathy at Knowledge 16 earlier this year (Vegas baby!) and got chatting about how we need to be more agile in getting both ITSM and ITAM established.
Today’s IT departments are grappling with the sea change brought by cloud architectures, virtualization, mergers and acquisitions, software audits, compliance, security,...

Building ITSM solutions today that can meet the demands of tomorrow
When making plans to improve IT service management (ITSM), most IT leaders adopt one of two approaches. They either improve what they have by integrating with other IT systems, or they adopt forward-looking projects that leverage IT trends and advancements such as cloud, mobility, social media and IoT to help drive efficiencies and...

Guest post from Juriba:
Your business has been relying on Windows 7 or Windows 8.1 for some time now, but it is becoming increasingly apparent that you will soon need to have things ready for a transition to Microsoft’s latest offering — Windows 10.
With Windows 10 comes a set of changes that your IT team may not yet be entirely familiar with, such as new security configurations, how to handle...

Delivering consistent and quality IT services for customers is not easy – and can be even more challenging – if they are not governed effectively. For example, how can an IT organisation look to improve if it doesn’t measure the amount of service-impacting incidents properly?
Take the high profile service outages of several major banks in recent years for example. Their customers were...

There’s some great dialog in the final standoff between Batman and the Joker in the movie The Dark Knight. It’s no-rules anarchy versus incorruptibility – “this is what happens when an unstoppable force meets an immovable object”- as the Joker maniacally puts it.
In some ways it’s analogous to the friction existing between development and IT service management (ITSM) – especially how...

Predictive analytics is set to turn the world of IT service management, and in particular Incident Management, on its head. After all, it has already done this for IT Capacity Planning, where it is now possible to predict and avoid future incidents at a workload level.
Within IT capacity planning, forecasting (predicting, if you like) has always been a key feature of the discipline. It was used...

Joost Wapenaar is a Technical Product Consultant at TOPdesk, as well as the Project Manager for the implementation of KCS within the Support department. This is his take on using the shift left principle to empower others.
Background
Our Support department receives around 5,000 calls every month. Our 40-strong group, who catch and resolve these calls as efficiently as they can, were given a rating...

People, technology and process are the compounds that construct the IT Service Management triumvirate. Having already identified the technology trends, and in particular how predictive analytics will impact incident management, what can we say about the other two members of this very exclusive club?
While process tends to lead the way, it needs people to champion it, and technology to support it....

Does ITIL Practitioner live up to the hype? Having followed the teasers, blog posts, promotional videos and (some of the) discussions during 2015 I find the question difficult to answer, even after reading the book and taking the certification exam.
In fact, it might be stretching it to call it a hype, even though the press release stated that it was the “most significant evolution in the ITIL best...

The IT world we know and love exists today thanks to the bedrock of the IT community: ITIL, the IT Infrastructure Library. Since ITIL’s inception 26 years ago, the world has changed and an app exists for everything – shopping, messaging, ride sharing, or just staying connected via social media. We’re in the midst of a new technological age. This evolution has been guided by agile methodology...